Customer Service Manager

An exciting opportunity has arisen for a Customer Service Manager at Grant Westfield, the company behind the UK’s leading bathroom panel brands, Multipanel and Naturepanel. Managing the Customer Services team, this role will maximise performance and will be responsible for planning and implementing Customer Service strategies.

Key Responsibilities:

• Lead and develop the Customer Service department, setting clear strategic direction aligned with wider business objectives.
• Foster a culture of customer & commercial focus, accountability and continuous improvement across all service teams.
• Lead, coach and develop the Customer Service Team Leader to drive high performance and ensure effective succession planning.
• Provide strategic oversight of inbound & outbound activity, quality frameworks, returns, complaints handling, and reporting processes.
• Take ownership of high risk or business escalated customer situations, ensuring effective resolution frameworks are in place.
• Oversee resource planning, team structure and operating models to ensure capacity and capability align with service demand and business strategy.
• Ensure a consistent approach to performance management and development through leadership teams, embedding a strong culture of coaching and growth.
• Establish and maintain effective communication frameworks, ensuring customer insight and feedback are captured and used to enhance the customer experience.
• Lead and contribute to the design and implementation of change initiatives and projects impacting Customer Services.
• Drive the identification and adoption of best practice, processes and systems to enable a continuous improvement environment.
• Own and review service performance frameworks, ensuring SLAs, KPIs and quality standards are aligned to business and customer expectations.

The successful candidate’s profile:

• Management experience within a Customer Service environment.
• Experience of managing an operation through periods of significant growth or change.
• Previous Epicor system experience.

Qualifications:

• Qualified to degree level or equivalent professional experience in Customer Service.

Flexibility:

• Demonstrates willingness to change ideas or perceptions based on new information or contrary evidence.
• Is open to new ideas and listens to other people’s points of view.
• Responds effectively to changing circumstances.
• Adjusts tasks and priorities when necessary.

Teamwork:

• Is friendly, approachable and cooperative.
• Provides support when recognising others being overwhelmed with work or unable to solve a problem.
• Shares knowledge, ideas and concerns with other members of the team and across a wider organisational network.
• Respects cultural differences and differences in opinions.
• Builds excellent working relationships with internal departments within the company.

Customer Service:

• Treats all clients with respect and cultural awareness.
• Accepts responsibility for mistakes, apologises and makes suitable and timely amendments.
• Takes pride in delivering the highest level of customer service.

Organisational skills:

• Ensures a clear understanding of the desired result, if unsure, asks for clarification.
• Can work independently and prioritise their workload.

Communication:

• Strong communication and interpersonal skills with the ability to influence and motivate others.
• Present and discuss views effectively, through formal, informal, written and spoken communication.
• Actively listens to co-workers and customers to gain a better understanding of their concerns and needs.
• Performs tasks accurately and thoroughly; double-checks the accuracy of work and adjusts to ensure client expectations are met and exceeded.
• Maintains properly equipped work area.

Problem solving:

• Acknowledges when doesn't know something and takes steps to find out.
• Can recognise potential problems and present potential solutions.
• Constantly seeks ways to improve processes, products or services.
• Seeks out/engages in continuous learning opportunities that develop self and expands organisational intellectual capital.
• Uses feedback from co-workers and clients to continuously improve service.

What Grant Westfield will offer you:

• Working for one of the leading manufacturing companies in the country, this is a great opportunity to drive positive change and make a significant contribution across the business.
• In return, you will receive a rewarding and competitive remuneration package, and be based in our Edinburgh office, in the heart of Scotland.
• Discretionary annual bonus scheme.
• 30 days annual leave with the opportunity to purchase additional days.
• Health Cash Plan.
• Bike to Work scheme.
• On-site parking.
• Staff Discount.